We’re looking for a senior, hands on Operations Lead to join the team. This is not a sit back and delegate role. You’ll be close to the detail, but with clear ownership for team performance, operational delivery, and fixing what is not working.

You’ll sit one level above our Operations Associates, acting as the point of direction, escalation, and problem solving during shifts. If you know how to keep things moving, can spot where processes break, and lead others without turning it into a drama, you’ll fit right in. You will be responsible for:

Team leadership and performance

• Guide and oversee the work of Operations Associates during shifts or specific workstreams
• Act as the first point of escalation for day to day operational issues
• Provide regular feedback, support development, and raise performance across the team
• Support performance management processes, including improvement plans where needed

Operational delivery

• Oversee scheduling of maintenance, cleans, and linen deliveries across our Australia and New Zealand portfolio
• Ensure invoicing and payment scheduling is completed accurately and on time
• Maintain consistency and quality across daily operational tasks

Project and process ownership

• Identify process or system failures and get to the root cause
• Define a clear plan of action and see fixes through from start to finish
• Work closely with other teams to improve how things are done, not just patch issues

Supplier management

• Source and onboard new suppliers where required
• Manage relationships with existing suppliers to ensure service levels are met
• Communicate clearly and directly with external partners when issues arise

Cross team collaboration

• Work closely with PODs, Guest Experience, and Finance to resolve operational blockers
• Share updates, risks, and outcomes clearly to keep teams aligned

Problem solving and escalation

• Handle operational challenges with autonomy and sound judgement
• Escalate higher risk or more complex issues when needed, always with context and options

How we’ll measure success

• Team output and quality during shifts
• Resolution of escalations within agreed timeframes
• Accuracy and reliability of scheduling and invoicing
• Reduction in recurring operational issues
• Delivery of all core KPIs already owned by Operations Associates

• Experience in operations, coordination, or supplier management
• Comfortable leading others and holding people accountable
• Confident working with data in Looker, Excel, or Google Sheets
• Strong organisation and time management
• Clear written and verbal communication
• Calm under pressure and practical in your approach
• High attention to detail
• Comfortable working rotating shifts, including weekends

If you enjoy being the person who brings order to chaos, keeps the wheels turning, and quietly fixes the things others miss, this role will suit you well.

What we don't offer:

• All government-mandated benefits (SSS, PAGIBIG, and PHILHEALTH).
• Company material - You must already have or buy, or upgrade your current one to meet our minimum requirements.